The bigger truth is found in small thingsPt 1

Have you ever made a judgment about a major organistion based on a single interaction ? Thought so, and I bet it wasn't positive.

The truth is we make meta judgments based on micro experiences.

How do I judge an entire hotel chain?

On what my experience was the last time I registered, when the girl on the desk asked me if I'd ever stayed with the chain before when I'd only checked out 36 hours earlier.

You ring the service desk, get an off hand message and conclude IT don't care about the business.

Get the small things right in IT and there is a chance you will get the big things right.

Get the small things wrong and you might as well go home.